Customer Engagement Specialist

ABOUT UNICEF

UNICEF is the world’s leading children’s rights organization, working for children in 190 countries to save lives, defend rights, and help fulfill their potential. We are funded entirely by voluntary contributions and are committed to making a lasting difference for children.

JOB PURPOSE

We are looking for a Customer Engagement Specialist to design, coordinate and optimize donor engagement and retention journeys, enhancing the overall donor experience across the lifecycle.

Reporting to the Customer Success Manager (CSM), this role is responsible for increasing donor engagement, reducing attrition and strengthening long-term donor loyalty through strategic communication, journey management and data-driven optimization.

The ideal candidate is a creative and analytical professional with experience in customer lifecycle management, retention marketing and customer success strategies, able to work cross-functionally with CRM, Data, Content and Marketing teams to deliver impactful engagement initiatives.

KEY RESPONSIBILITIES

1. Donor Engagement & Retention Strategy​

• Design and coordinate donor engagement programs across the lifecycle, including onboarding (Line), milestone communications and reactivation initiatives.
• Own the engagement roadmap for key donor segments, ensuring journeys are documented, measured and continuously optimized.
• Design and optimize automated donor journeys that drive loyalty and long-term engagement.
• Apply RFM, LTV and lifecycle-based segmentation to personalize donor experiences and improve retention outcomes.

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  Collaborate closely with the Customer Success Manager and Customer Growth Specialist (CGS) to identify attrition risks and develop proactive engagement strategies.

2. Communication Strategy & Journey Coordination​

• Define the communication strategy for key donor touchpoints, including automated journeys, onboarding flows and newsletters, ensuring alignment with donor lifecycle objectives.
• Develop clear content briefs and work closely with content, CRM and technical teams to support effective execution and continuous improvement of donor journeys.
• Ensure alignment and consistency of messaging by working in close collaboration with Marketing and Communications teams.

3. Data-Driven Insights & Optimization​

• Analyze donor engagement metrics, email performance and retention data to evaluate and optimize engagement strategies.
• Support donor segmentation, profile enrichment and next best action definition in collaboration with CRM and Data teams.
• Run A/B tests on communication approaches, audience strategies and content formats to improve effectiveness.
• Monitor donor feedback and behavioral trends to continuously refine engagement programs.
• Use the CRM platform (Salesforce) to track, measure and report on the performance of engagement initiatives.

4. Collaboration & Donor Advocacy​

• Work cross-functionally with Customer Success, Growth, Support, Marketing and technical teams to continuously improve the donor experience.
• Partner closely with Customer Support to identify recurring donor friction points and translate insights into preventive engagement actions.
• Act as an internal advocate for donor needs by sharing insights, feedback and recommendations with relevant stakeholders.

QUALIFICATIONS AND COMPETENCIES OF A SUCCESSFUL CANDIDATE

EXPERIENCE & EDUCATION:

• Bachelor’s degree in Business, Marketing or a related field (preferred).
• 2–4 years of experience in customer engagement, retention marketing, lifecycle marketing or customer journey optimization.
• Experience in subscription-based businesses or recurring revenue models is a plus.

SKILLS & COMPETENCIES:

• Hands-on experience with email marketing, marketing automation and customer journey tools.
• Solid understanding of CRM platforms (Salesforce preferred) and data-driven decision-making.
• Analytical mindset with the ability to interpret engagement metrics and translate insights into action.
• Experience collaborating with Marketing, Content and Technical teams, contributing to communication strategy definition while relying on shared content and brand frameworks.
• Proactive, customer-focused and comfortable working cross-functionally in a collaborative environment.

WHAT WE OFFER

• Hybrid work model with flexibility.
• A sustainable office environment.
• Additional vacation days and a special day off for your birthday.
• Flexible afternoons for family time.
• Fresh fruit in the office.
• Health insurance.
• Onsite doctor 1x/month.
• Opportunities for professional growth within a dynamic team.

VALUES

UNICEF’s work is guided by the values of Care, Respect, Trust, Integrity, Accountability, and Sustainability. We are committed to upholding these values in all that we do.

UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. UNICEF also adheres to strict child safeguarding principles. All selected candidates will undergo rigorous reference and background checks and are expected to adhere to these standards and principles.